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Manx Telecom Group
19/2/2025
⌛️ 18 Apr
⚖️ Client Services
🕒 Contract
🟧 Senior
IT & Telecoms
201+ people

Job Description

About the Role

You thrive in fast-paced environments and have a passion for delighting customers and delivering critical IT services. As a Service Delivery Manager, you'll be the driving force behind our success, overseeing multiple key UK customers and driving SLA and KPI adherence. You will be technically minded and experienced to enable you to foster collaboration and process improvement across all levels and teams.

  • Act as the primary point of contact for assigned key accounts with their service teams ad stakeholders.
  • Maintain client satisfaction, by proactively managing our performance, in service delivery, and driving continuous improvement to achieve long-term success.
  • Leverage your expertise in relationship management and technical understanding of our solutions to work with key internal stakeholders to overcome challenges in response, performance and quality delivery of the subscribed services.

Key Responsibilities

Client Relationship Management

  • Build and maintain strong relationships with clients at all levels
  • Regularly meet with clients to review service performance and address any concerns

Service Delivery Oversight

  • Ensure timely and high-quality delivery of IT services to assigned accounts
  • Monitor and report on service level agreements (SLAs) and key performance indicators (KPIs)
  • Coordinate with internal teams to resolve complex issues and escalations

Process Improvement

  • Identify and implement process improvements to enhance service efficiency
  • Stay updated on industry best practices and emerging technologies
  • Foster a culture of continuous improvement and knowledge sharing
  • Contribute to the development of new service offerings

Requirements

Ideal Candidate Characteristics

  • Client Relationship Maestro: You excel at building and nurturing strong relationships with key clients, understanding their unique needs, and consistently exceeding their expectations.
  • Service Excellence Champion: You have a passion for delivering high-quality IT services, continuously seeking ways to improve processes and exceed service level agreements.
  • Adaptable Multitasker: You thrive in a dynamic environment, efficiently managing multiple high-priority accounts while maintaining composure under pressure.
  • Continuous Improvement Advocate: You proactively identify opportunities for service enhancements and efficiency gains, driving innovation within your accounts and the broader organization.
  • Tech-Savvy Steward: You have developed a technical knowledge portfolio over a number of years to allow you to understand concepts, solutions and business outcomes from deployed technology. Button pushing isn’t required!

Experience

Essential Requirements

The candidate we are looking for will have:

  • At least 3+ years of experience in IT service delivery management, preferably in a B2B environment
  • Strong understanding IT service management principles and ITIL
  • Ability to work under pressure and manage multiple priorities
  • Proven ability to manage complex client relationships
  • Excellent communication and interpersonal skills
  • Strategic thinking and problem-solving abilities
  • Commercial acumen and business understanding
  • Proficiency in service management tools and reporting software
  • Flexible working techniques to work with teams and customers across the UK and IOM
Manx Telecom Group - Banner.webp
💻 IT & Telecoms
👥 201+ people
Show Perks

Manx Telecom Group drives connectivity and innovation, uniting people, devices, and data for a digitally empowered future.

Flexible Working
🚗
Car Parking
🩺
Private Healthcare
🌴
Annual Leave
🚴
Cycle to Work Scheme
🏦
Matched Pension
💳
Employee Discounts
🌐
Home Broadband
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Perks & Benefits

66549a33248ee57970368e9b_boyXMOBoy6S1iOjdEDRAbNBOJ0NdLJ6Kxy1mYcDramM.png

Flexible Working

66549a38a0764abe20b8c4e6_iZGxZUiL3Anf5u-3y7SFMqvHQUI7xQr850_DJeS8zBo.png

Car Parking

66549a3a4c5404d6ecd1aa87_gmgDFRu9xx7tvM6hGinPHXdznP_31IvJ5JbwSZtH-4c.png

Private Healthcare

66549a3baf1ee7d2f004d461_iTR5tEWln4wrHIIku42AtE5JOQ0rZZtQt3R6ilB_z7Y.png

Annual Leave

66549a3d875fec3009fea28b_Fl7KNixE_brGHUEX5y39umdSYMmnXflJlxGRBL1Nedc.png

Cycle to Work Scheme

66549a3e3d91cb5f3c507ce1_a-PilieyKtH9dPGc1i9P7bYviemOfvAsiGRJvzOQ5pQ.png

Matched Pension

66549a2e69e0ef5c75454cb7_iOvdcXb1DY-GNTSby4dkjcmEbDdvotzYkoh57u6JaAU.png

Employee Discounts

66549a3c9007062d094a6eaa_xW7lyzcDDSwyYw0UJYoDvdWD09sJm6FpxLG1leZYlL0.png

Home Broadband

Note: The perks and benefits displayed provide a general overview of what this employer offers. Specific details regarding each perk, including eligibility and terms, will be provided directly by the employer during the application and interview process.

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